The unit of work for the SparkAI service is an
engagement request will be routed through the SparkAI service.
program is data asssociated with engagment requests made of the SparkAI service, such as clear instructions, categories, or reference material. A new
program is created in conjunction with the SparkAI team.
resolution is the response to an
Reponse time is measured from the time a new
engagement request reaches the SparkAI service, to the time a
resolution is created.